Hacked Microsoft Account Suspended – Lost Everything After Contacting Support!

I have received another reply from agent telling me it's final decision and nothing they can do. I am sure suspension was not required. they made my life more difficult then hacker did. yes i am still thinking why did i ask for their help.

Dear Viral Bhatt2,

Thank you for your patience and feedback.

I have carefully read your message and I understand the irrationality of this issue and the series of troubles caused by the incomprehensible pause, especially since your important documents and all resources have disappeared, and you have not received any prompts to make a backup. This situation is really infuriating. I completely understand how you feel when you are going through all of this. The threat made by malicious hackers, after you seek support, once again causes your account to be permanently suspended, which is incomprehensible and frustrating.

What makes me even more guilty is that as a support staff member of the public forum, I do not have the authority or tools to perform any operations on account.

In this case, you can provide feedback on your situation to Microsoft through this link. We hope you will not encounter this issue again in the future: How do I give feedback on Microsoft 365? - Microsoft Support

You can also learn more about account security and take measures to protect your account here:  How to help keep your Microsoft account safe and secure - Microsoft Support

Thank you for your understanding and support.

Best Regards,

Addie.C - MSFT | Microsoft Community Support Specialist

Hi Addie,

Thank you for your response. You won’t believe how many times I’ve reached out to Support Chat. Each time, they assured me that a higher-level support team would look into and resolve my issue. I've now been waiting for nearly three weeks.

After my account was hacked, I secured it, created a new alias, and was managing everything properly. Then, out of nowhere, my account was permanently suspended. As a result, I’ve lost all the games I purchased, my Microsoft certifications, emails, games, and important OneDrive documents. If I had received any warning, I would have backed everything up.

At the very least, they should remove the suspension temporarily so I can retrieve my data. From reading the community forums, it seems like this is happening to a lot of people, which makes me think Microsoft isn’t taking security as seriously as it should.

Here’s their actual response:

Account security is a top priority at Microsoft, and we have a team dedicated to investigating and validating fraudulent activity. The account and billing activity associated with your Microsoft account was thoroughly reviewed by our fraud team, and I can confirm there was unauthorized access to your account. Unfortunately, during the investigation process, we found that your security information has been changed.

Unfortunately, when security features are updated on an account, we are unable to assist with an account recovery as these types of updates and/or removal are completely out of control of customer service. We are unable to make any changes to the security information on the account due to security protocols set up and the acceptance of the Microsoft Services Agreement when the account was created.

The only option we have is to permanently suspend this account to prevent any further use. At this time, I have successfully suspended this account, and this will remain on permanently.

A couple of things to note regarding the account suspension:

If you use this account for Minecraft, we regret to inform you that the Minecraft portion of the account is also unable to be recovered and the game will need to be re-purchased on a new account. We understand that this is not the news that you wanted to hear and apologize for any inconvenience that this may cause.

In the event that you have files stored in OneDrive, unfortunately those files are no longer accessible after account suspension and are subsequently unable to be recovered due to encryption; even our engineers do not have standing access to the files. We know that this is not the ideal outcome in terms of your stored files, but please be assured that this is necessary for the privacy of your data and to ensure that it does not end up in the wrong hands permanently. We appreciate your understanding regarding these unfortunate circumstances.

Thank you for your understanding and patience during the investigation of your account.

Dear Viral Bhatt2,

Thanks for using Microsoft products and posting in the community.

I understand that your account has been suspended.

Firstly, I would like to express my sincere apologies for the difficulties you have experienced. Encountering a hacker attack is already very difficult, and you also have to face the situation of your account being suspended. I can understand your frustration and helplessness now.

We attach great importance to the security of your account and understand your good intentions in seeking help. In this situation, contacting Microsoft support should have been a step towards helping you solve the problem, but I am sorry to hear that it has caused additional difficulties.

At the same time, I would like to confirm one thing with you: if you only change your alias but do not set login preferences, your account that was hacked to obtain information can still be logged in. In this case, hackers are likely to continue attacking or abusing your account, causing it to be suspended.

This does not mean that you have not taken good protective measures, the root of the problem is these despicable hackers.

In this case, we still recommend that you contact online support personnel through the following methods to explain your situation and issue:

Go to this site: Contact - Microsoft Support

1. Enter your question (account recovery, blocked account, or other), then click Get Help, then "Sign in to contact support" at the bottom of the page.

2.Sign in to your personal Microsoft account, any personal account will do.

3. Under Products and Services, select "Other Products".
4. Under Categories, select "Manage Account Security" and click Confirm.
5. Click "Chat with a support agent in your browser."

TIPS: Please contact us during local working hours on weekdays, CHAT does not work 24 hours a day.

Although restoring access to the account is a somewhat difficult process, maintaining patience and providing as much information as possible to communicate with support personnel is hopeful for a recovery. We hope everything goes smoothly for you.

Best Regards,

Addie.C - MSFT | Microsoft Community Support Specialist